Pontek - Urban Classic Collection - English Bay

Please note that this supplier, Pontek / Venetian, has a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging.

To start a return, you can contact us at hello@wordofmouthfloors.com or contact us at 604-370-8769. Please have your order number handy. 

As soon as the returned product(s) are received back to the original warehouse it was picked up from in good condition our team will issue your refund. Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our warehouse within 30 days from the delivery or pick-up date. Just like most return policies we are only able to accept returned items that are in original packaging. This means that any boxes that are opened or damaged in any way cannot be returned. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.

We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund

Custom orders and clearance items are considered 'Final Sale' and not eligible to be returned or refunded.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable items                                    

Certain types of items cannot be returned.

Clearance products are all final sale and as such not eligible to be returned. Additionally, any custom made items (such as custom moldings) cannot be returned. 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Clearance items are not eligible to be exchanged.

All products that are returned must be in the same condition as they were sold in order to be eligible for an exchange. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.